Advanced Problem Resolution Analyst (Tier3) (Mobile Device Support)
CurrentExecutive Mobile Device Support Specialist providing customer support for All Executives of the United States Patent and Trademark Office.Serving as a Tier 3 Support Analyst on the Advanced Problem Resolution Team (Enterprise Wide, VPN, and Executive Support and Mobile Device Support) I facilitated Incidents between other Support Groups (Network, System engineering) along with performing the following functions:• Investigate and troubleshoot computer issues as reported by customers, to include problems with Microsoft Windows 7, Microsoft Office 2010, Microsoft LYNC, Oracle Java, Internet Explorer, and other software as needed, with a focus on USPTO-proprietary software. • Troubleshooting RSA token issues through RSA Authentication Manager Software Including Single- Sign-On, Remote VPN Connection Software, Expired and /or Locked PIN for RSA Token, Remote Desktop Authentication Issues and Working with Senior Level Support Groups for troubleshooting efforts. • Troubleshooting issues with Microsoft Office 2010 products• Configure and troubleshoot issues with Microsoft exchange 2010 client desktop and Cloud Services including patch management, and single-sign-on• Lead Technician for troubleshooting Post Migration issues of Microsoft Exchange 2010 to Office365 Cloud Mail migration• Troubleshooting VPN protocol and tunneling issues for remote users
